Verification Specialist

Verification Specialist I – Description & Duties

The Verification Specialist I completes calls with applicants and dealers to verify accuracy and completeness of information received to proceed with the financing process and to ensure all information is correct to prevent disputes, defaulted payments, and risk-related activity. They identify and report potential issues that arise during the verification process, assisting dealers & customers on how to resolve verification issues.

Core duties include:

• Verify customers’ loan information via inbound and outbound calls, including validating identity, social security number, address, employment information, and project completion.
• Recognize unusual scenarios and information and inquire further using critical thinking and active listening skills.
• Accurately enter new or updated information received during verification calls in all operating system(s).
• Document notes properly in all required areas per company processes and procedures.
• Proficiently relay information to customers regarding interest, statements, and other account questions.
• Identify, report, and elevate verification or risk-related issues to management.
• Handle inbound and outbound dealer calls regarding verification dispute issues, including loan terms, documents, project completion, or inability to contact applicants prior to loan funding.
• Review loan processing status and documentation to ensure customer calls are handled accurately and routed to the appropriate department.
• Acquire and maintain thorough knowledge and understanding of FFC’s policies and procedures regarding the verification process.
• Other duties as assigned by management.

Must be able to come to work promptly and regularly. Must accept direction and collaborate well with others. Must work under the stress of deadlines and concentrate to perform accurately. Must react to change productively.

Applicants must be reliable, dynamic, sociable and enthusiastic team players; while possessing a positive "can‑do" attitude, excellent judgment, and communication skills. Applicants must also have great attention to detail and ability to multi‑task under the stress of deadlines with a strong desire to help the organization succeed.

• Two years of call center or customer service experience required.
• Knowledge of Word Processing, Spreadsheet, and Internet software.
• Strong typing skills and strong attention to detail.
• Professional phone presence and excellent verbal and written communication skills.
• One evening shift per week and one Saturday shift every 7 weeks.